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Be careful with the mute thing. Users will get a call and put on mute. Sit there and sometimes even say their introduction like they are talking to the person. Then they hang up or just let the call drop. It is an excellent way to get put to the back off the line. If they get caught they claim...

I know this seems lame but the Avaya support page will have info on particular phones and various documentations. I would skip it and make one yourself. The darn things are so simple to use in comparison. I have done quite a few training sessions converting from Seimons ROLM and needed no more...

The most likely cause is that the queue limit on the hunt group has been exceeded. The default values can get you in trouble. Check the hunt queue limit. I have also seen this occur when there is serious enough errors going on in the system particulary issues with clocking or TDM bus faults...

Thanks for the checklist. I didnt feel like reading the 300 pages of documentation.

You will not be able to see abandoned calls tagged to an extension but you can get general agent detail with bcms. If you are using agent logins and not just using extensions in primitive hunts list bcms agent day (agent login id) Show the last seven days li bcms agent (agent login id) Shows...

Do a list ars route-chosen 311 and see what it reports. This will tell you what route it tries to take. If it has a number that starts with a p then look at the partition group table for what route pattern your partition group is using. Look at the route pattern and make changes as needed.

Need the basic steps to setting a group up. Everything is enabled.